Grand Fortune Casino - Player’s struggling to complete account verification.

On May 15th, 2022, at 1054 hours, I redeemed a "no deposit" coupon (HN4RHG) as a new player (username: podwgxhlnq) at GRAND FORTUNE CASINO, at which time the casino issued my player account a $50 chip with the T&Cs of 30X wager, $100 max cash out, no deposit withdrawal, and player subject to a form of KYC. PLEASE NOTE: I ONLY use CRYPTO as a method of banking on ALL casino websites.

I successfully fulfilled the terms and conditions of the "no deposit bonus" on the same aforementioned date (05-15-2022) and began the withdrawal process to receive the max payout of $100. Immediately upon selecting the WITHDRAW tab from the cashier, I was met with a page that states "Account verification needed!". Due to my familiarity with a player identification request from various online casinos, I readily had the requested "Proof of identification" and "Proof of address" available to send at their request. To be clear, the documents I sent were my valid and federally accepted official ID and a utility bill showing my full name, address, and dated within the 3 month stated timeframe.

At 1204 hours at 1834 hours on 05-15-2022, I sent TWO separate emails to Grand Fortune Casino and to the email address listed on the casinos WITHDRAW and ACCOUNT VERIFICATION page: documents@grandfortunecasino.com. Both emails contained all the requested verification documentation. Grand Fortune Casino DID NOT reply or respond to either of the two emails I sent on 05-15-2022.

During the early morning hours of 05-17-2022, I proceeded back to the casino website, signed in to my player account, and searched for a "Contact Us", "Chat", "Live Chat", etc. Two options were presented as a means of contacting support, BUT the player must locate the two methods in their player profile or in the menu listed on the casino lobby webpage. Grand Fortune Casino presents one option as "EMAIL US" and a second option as "LIVE CHAT". Upon selecting "EMAIL US", I am redirected to my email account and a draft email opens with the sender as myself and from my player account email address, BUT the recipient is help@grandfortunecasino.com. At this point, I have 2 separate email addresses for the casino and from the casino as well as NO direct/instant contact method with support, such as "LIVE CHAT". The "LIVE CHAT" option is not functioning and fails to redirect the player to a "live chat session". PLEASE NOTE: In regards to the chat option, this option failure is only on the Grand Fortune Casino website. This is not an issue with the players equipment, settings, browser, etc. At 1036 hours, on 05-1`7-2022, I sent a THIRD email to Grand Fortune Casino, containing all their requested verification documentation, to the email address of help@grandfortunecasino.com.

On 06-14-2022, at 1615 hours, I received an auto-reply FROM: VIP Support Grand Fortune <help@grandfortunecasino.com>, which stated the following:

"Hi KT D*******,

Thanks so much for reaching out! This auto-reply is just to let you know we received your email and will get back to you with an agent response as soon as possible.

You case number is 151336659 for future reference.

If you have any additional information that you think will help us to assist you, please feel free to reply to this email.

We look forward to chatting soon!

Cheers,"

The email was not signed by any specific department or any specific employee. On 06-18-2022, I still had not received any communication from the casino, nor could I reach anyone regarding this issue.

Today is 08-09-2022, and I have yet to receive any communication from Grand Fortune Casino. Upon further search of their website, I discovered a small yellow hyperlink "Send Us an E-mail", which was located in my player profile, under preferences. Upon selecting this option, I am once again redirected to my email account and a draft email opens with the sender as myself and from my player account email address, BUT recipient is now support@grandfortunecasino.com. The "LIVE CHAT" button is still non-functional, and the website continues to lack any and all reliable methods for direct and consistent communication between players and Grand Fortune Casino.

Last and most importantly, I am requesting that the aforementioned issue receives a rightful player resolution, being a withdrawal of $100 USD (in the form of BTC). I request access to the player WITHDRAW process of Grand Fortune Casino, without limitation/blockage posed as player verification, in order to submit my crypto wallet address for the $100 payout. I have included attachments in support of my above detailed complaint.

Kind regards,

Katherine D*******

Dear cuzdatsme,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account or there has been no reply from the casino at all?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Greetings Petronela,

Your prompt response is greatly appreciated. In regards to your questions in response to my filed complaint against Grand Fortune Casino (GFC), I kindly request that you take a moment to read the detailed narrative I have provided regarding my issue. A few attachments are included as well.

A simple response that factually answers both of your questions is NO. You will read this information in my complaint.

I completely understand, and I am well aware of the hefty case load you and the team of Guru carry in the complaint department. Due to the length of time that my issue has yet to be resolved by GFC, I unexpected the amount of time it actually took me to compress two months of case details into a 5000 character maximum space. I am more than willing to work with you all in any way possible that will make this a smooth and positive process.

I look forward to hearing from you soon. I will be checking my email frequently for an updated response from your team. If at any point you believe I need to expand on the details of the complaint, please do not hesitate to contact me.

Kind Regards,

CDM

Greetings once again Petronela,

I would like to confirm with you, one last time, just to make sure I was understood in my response to you regarding an important detail you asked about my complaint against Grand Fortune Casino.

"I have NEVER had any contact or direct communication with any employee of Grand Fortune Casino or any one person stated to be associated with Grand Fortune Casino. I have NEVER received any form of communication from Grand Fortune Casino that contains part or whole of any employee name or contact information.

PLEASE NOTE:

My personal verification documents have been sent to three different email addresses, listed by Grand Fortune Casinos website, for the proposed means of account verification. At this point, it has been 2 months from the first day I submitted the first email containing a copy of my identity documents, which was sent to one of the three email address listed by Grand Fortune Casinos website.

I have a HUGE concern at this point that far exceeds the fraudulent action of Grand Fortune Casino failing to send my rightfully earned funds.

I NEVER HAD, NOR DO I PRESENTLY HAVE, ANY INFORMATION ON THE LOCATION OF MY COPIED AND SENT DOCUMENTS, HOW MANY PEOPLE ARE IN POSSESSION OF MY DOCUMENTS or EVEN THE FIRST NAME OF A SINGLE PERSON THAT CURRENTLY HAS A COPY OF MY IDENTITY VERIFICATION DOCUMENTS IN THEIR POSSESSION.

This is absolutely terrifying!

Thank you very much, cuzdatsme, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hi cuzdatsme,

I've reviewed your case and fully understand your concerns about your verification being stuck for such a long time. I'll try my best to help you with the issue by contacting the casino.

Dear Grand Fortune Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share some more information about the case? Can you please confirm that you have received the necessary documents from cuzdatsme or are there probably any specific reasons for the delay in verification?

I'm looking forward to hearing from you.

Best regards,

Natalia

Greetings all,

I have reviewed the case and the documentation submitted, the utility bill supplied is more than a year old. One of my agents has reached out to you personally cuzdatsme to acquire the necessary information for account verification.

Having looked further into the situation in hopes of resolving the withdrawal for you cuzdatsme I noticed that you have 3 accounts in total and have already redeemed a number of free chips. Unfortunately the terms and conditions of the casino state that only one account per player per household is allowed and only one no deposit bonus is allowed between cash deposits. In this case we have multiple accounts as well as 5 total consecutive free bonuses with no cash deposits in any account historically.

We will assist you with account verification and in shutting down the peripheral accounts however I'm afraid the winning funds are not eligible for withdrawal and you are not eligible for any additional free bonuses until after your next cash deposit.

Best wishes,

Nick and Grand Fortune

To: Nick

Ref: Response to Aforementioned Comments

I appreciate this response, but I am well-aware that the response from Grand Fortune was only received because a complaint was filed. This is the FIRST AND ONLY employee name that I have ever known to be associated with Grand Fortune. Before I proceed, let me set one thing straight. NO ONE HAS EVERY CONTACTED ME. NO EMAIL REPLY FROM ANY AGENT HAS BEEN RECEIVED. NO ONE IN LIVE CHAT HAS SPOKEN TO ME BECAUSE THE LIVE CHAT DOES NOT WORK.

In regards to multiple accounts, I have ALWAYS used my single "Inclave" account master login, as a method of accessing the group of casinos which fall under the same umbrella as Grand Fortune. These include, but are far from limited to, Planet7Casino, Prism, etc., all of which I due not associate with any longer due to their continuous bad business practices.

IF YOU ARE UNWARE:

Inclave allows me instant sign-in access, via their specific hyperlink on each of these casino sign-in pages, which includes Grand Fortune, because Inclave has their own verification process. That being said, there was NO way of creating additional accounts because Inclave will not allow access to the casino site if done so. A player cannot have more than one Inclave account, because the players personal information is listed and verified with the Inclave account.

AT NO POINT, was I contacted and this "supposed" issue brought to my attention, and I NEVER received any correspondence. Do you not think it would have been a GREAT and CONSIDERATE idea to contact the player if additional accounts are located? If someone else is using a player’s information, without their permission, I consider this to be of great importance to the player and the casino. I also consider this to be of a great concern with the casinos licensing.

Not once have I been contacted, via email or other method, requesting proof of my account ownership, which I would have been more than happy to provide. It wasn’t until I requested a withdrawal that any form of player identification was requested. THIS REQUEST DID NOT come with any message from the casino regarding the concern of additional accounts. Concern for the protection of a players identity should ALWAYS be of most importance.

With that being said, and without ever being denied access to my player account, FURTHER shows that your casino will gladly accept deposits from players whom you "assume and deem" to be in violation of your T&Cs, but whom you also FAIL to pay winnings once a withdrawal is requested. This is a well-known STALL tactic that casinos, such as Grand Fortune and the casinos I mentioned prior, have been using for quite some time now.

Of course the utility bill is old now. When I submitted it, which I have the email in my sent folder, the utility bill was up to date and no older than 3 months from the date I submitted my documents. This is another well-known STALL tactic amongst your same group of casinos.

It has beeen close to three months now since I submitted my verification documents. Not to mention, they were sent to THREE separate email addresses that I had to find on your website because your live chat button does not work and NO ONE REPLIES TO EMAILS.

****THREE SEPARATE EMAIL ADDRESSES***

Making excuses for the actions of your casino is by no means consolation. To state that your casino has tried to reach out to me, is beyond degrading and very unprofessional on your part. Unless you have documentation to prove otherwise, which I confidently affirm you do not, I suggest the false statements refrain from any matters that include me as a participant. My integrity as a player, and as a person, is by NO means influenced by the questionable and unfair practices of any business or by any individual.

The withdrawal of the winnings became a much smaller factor, due to the three months of not knowing where my documents were located or of who they are in the hands of. Sending an automated reply with a case number and NOT signed by any employee with a name, is not a response to my emails. That was sent by your casino systems automated service ONE TIME. That was the ONLY email I have received from your casino since the first day I submitted my documents.

At this point, due to the fact your casino refuses to take responsibility for having no means of communication, the obvious failure of your casino to protect player information, and the lack of foundation responses you gave when stating that someone tried to contact me regarding these issues, rightfully shows the careless disposition and lack of integrity that Grand Fortune Casino chooses to conduct business.

I formally request my Grand Fortune Casino account be closed immediately.

As a player of many reputable establishments, I ONLY support businesses that prove their integrity and maintain a high regard for their players.

Unfortunately, after gathering all the necessary evidence and information, as per our policy, we are rejecting this complaint as unjustified. My apologies for not being able to resolve this case to your satisfaction, but please, do not hesitate to contact us in the future if you have any problems with this or any other casino, and we'll try our best to help you.